Surface Laptop 3 - When watching videos audio precedes the video

Anonymous
2020-03-17T18:23:01+00:00

Hello,

I recently just purchased a Surface Laptop 3 15" AMD/8GB RAM a couple of days ago, and have noticed this issue since I've started using it. 

Whenever a video is played either on Twitch, YouTube, Netflix, etc. after about a minute the audio will proceed to get further ahead of the video causing a horrible desync. I've used Chrome, Firefox, and Edge all to no avail.

I've tried updating the drivers on the laptop through the Microsoft site with the MSI installer, but that didn't work. I also tried to change the Realtek driver to the standard high definition driver but then the sound wouldn't even play so I had to revert that. I'm assuming that this is an issue either with the graphics not having updated drivers or the audio driver not being updated. I can't find updates for either of these drivers.

Has anyone else experienced this issue?

Surface | Surface Laptop | Sound and camera

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  1. Anonymous
    2020-04-28T22:48:36+00:00

    I have this exact problem too on my Srface Laptop 3 with AMD Ryzen . I am going to call Microsoft tomorrow.

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  2. Anonymous
    2020-04-22T19:39:02+00:00

    It's crazy to see a lot of other people facing the same issue I did. If it helps Kevin, in the meantime you may be able to plug in headphones or an external audio device which MAY fix the audio issue. I see some other people saying that resolved their problem. In regards to audio, do you happen to hear popping noises frequently coming out of your laptop speakers when watching videos?

    I personally returned the laptop. You should also look into Surface Laptop 3 screen cracking issue. When you open your laptop do you hear a cracking noise? Almost like sand being crushed? I heard that noise a lot when opening and closing my laptop and was worried the screen was eventually going to crack. I made sure to return the laptop before that could happen to me.

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  3. Anonymous
    2020-04-22T16:14:24+00:00

    Could we escalate this issue? Just bought a brand new Surface Laptop 3 and have the exact same issue, tried all the steps, nothing is fixed. 

    I mean these days, having no/bad streaming capability is a real deal breaker on a computer. Do we have to return these computers or is someone going to take this problem seriously?

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  4. Anonymous
    2020-04-21T17:34:39+00:00

    Hi NickkToast,

    Sorry for the delayed response. There's really a need for us to reset your Surface device so we can isolate the issue if this is due to driver updates or if the issue happens even if the device OS is the default one. After the reset, I'd like you to try it on the default browser which is the MS Edge. If the issue persists even on the default browser, I'll have it raised for you internally for work around or fixes. 

    Kind Regards,

    Crest_Z

    Crest_Z Has there been any progress on a fix for this issue?

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  5. Anonymous
    2020-04-21T17:29:29+00:00

    I also have a Surface Laptop 3 15" AMD Ryzen 7 16GB and have been experiencing the same exact issues of audio and video going out of sync after a while of playing and sometimes even some looping, with Twitch, YouTube, Netflix, even on Zoom, etc.  What can the fix for this possibly be?

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